NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Outsource Consultants

FEBRUARY 27, 2025

Role-playing exercises allow agents to practice handling difficult customer scenarios in a safe environment. These exercises improve conflict resolution skills. Many centers also incorporate mindfulness training to help agents manage stress and maintain composure during challenging calls.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Monet Software

NOVEMBER 11, 2020

Help them brainstorm a response, whether that’s making time for healthy meals, meditation, exercise, a long talk with a friend or an afternoon with a good book. They may realize that their self-care has fallen off, gotten stale or was never an intentional practice. Give them a break—literally.

Morale 100

Morale Agent burnout Contact Center Coaching 100

AWS Machine Learning

AUGUST 17, 2022

The benefits of Amazon Translate are great to Amazon and to our customers, both in exercising savings and delivering localized content faster and in multiple languages. Marie-Alice Daniel is a Language Quality Manager at AWS, based in Luxembourg. If you have any questions or feedback, feel free to contact us or leave a comment.

Engineering 97

Engineering Government Analytics Best practices 97

NICE inContact

JUNE 5, 2019

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. For example, samples of peer interactions where good probing questions were used, a link to a YouTube training video, or a role-play exercise.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

Calabrio

NOVEMBER 18, 2024

Training to handle fraud with Quality Management: Quality Management (QM) solutions are equally important in training agents to respond effectively to seasonal fraud patterns. Training can include real-life scenarios and role-play exercises to help agents recognise fraud cues and respond effectively.

Analytics 52

Analytics Quality management Accountability Service level 52

8x8

NOVEMBER 27, 2017

In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective. However, simply training your contact center personnel is not enough.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective. However, simply training your contact center personnel is not enough.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective. However, simply training your contact center personnel is not enough.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

Monet Software

SEPTEMBER 10, 2020

This is an area where workforce engagement tools, and particularly quality management software, can come in handy. Perhaps the topic didn’t register with a new recruitment class or a particular manager isn’t modeling good skills. . Fortunately, these are two skills that can be trained in any number of ways.

Call Center 71

Call Center Personalization Scripts Morale 71

Taylor Reach Group

AUGUST 23, 2017

The Workforce Manager will then drill down and complete a root-cause analysis (RCA) to identify any factors that may have impacted the expected volume or distribution. This RCA exercise allows future forecasts to learn based upon past history and leads to a virtuous cycle of improved accuracy. Quality Manager.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

DMG Consulting

JUNE 12, 2022

Once the sponsor is on board, a project team, including contact center leaders, supervisors, agents, quality management specialists and trainers, should be created to oversee the initiative. This is a valuable exercise, as it gives the team an opportunity to identify how the solution will be used and applied in their contact center.

Analytics 62

Analytics Contact Center Best practices Consulting 62

Playvox

DECEMBER 21, 2022

another agent at a pharmaceutical company, says she learns best with simulated, exercise-based training in which she can “play” with new software before using it live. Performance And Quality Management. Almost half the contact center managers in our study said they would be bringing agents back to an office in 2022.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Playvox

AUGUST 15, 2022

Agents who participated in the Playvox research shared their training preferences, which included varied formats, from self-paced videos followed by instructor-led training to time for independent, simulated, exercise-based training for new software prior to launch. to create game show-type quizzes everyone can participate in using Zoom.

Contact Center 77

Contact Center Gamification Surveys Management 77

Balto

SEPTEMBER 26, 2024

In the modern call center, making quality assurance improvements is far more than a box-ticking exercise – it’s the linchpin of customer satisfaction and agent success. This shift from reactive to proactive quality management set the stage for the sophisticated QA practices we see today.

Call Center 52

Call Center Coaching Morale Calibration 52

NobelBiz

FEBRUARY 15, 2023

For the call center management teams, a call calibration workshop has various goals, namely: Ensure that the measurement is consistent among all evaluators; otherwise, the exercise will be ineffective and the analysis impossible. They enable you to have a shared foundation and speak the same language.

Calibration 52

Calibration Call Center Call Logging Quality management 52

Balto

JANUARY 18, 2025

But the good news is that with a robust call center management strategy, including the right strategies, tools, and leadership approach, you can transform chaos into consistency and set your team up to thrive. Onboarding That Actually Sticks Too many call centers treat onboarding like a checkbox exercise. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

But the good news is that with a robust call center management strategy, including the right strategies, tools, and leadership approach, you can transform chaos into consistency and set your team up to thrive. Onboarding That Actually Sticks Too many call centers treat onboarding like a checkbox exercise. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Customer Centric Support

FEBRUARY 13, 2017

A Customer Service Vision Statement is your opportunity to bridge this gap, and channel purpose into everything from quality management, to coaching conversations, to rewards and recognition. It may be a good idea to get marketing involved in this exercise! Hopefully the why is now clear.

Customer Service 67

Customer Service Customer centricity Coaching Contact Center 67

Calabrio

FEBRUARY 4, 2025

Automated Quality Management tools are invaluable in identifying targeted training opportunities, allowing managers to provide specific, actionable feedback to agents. Specifically, Calabrio Auto Quality Management (AQM) takes coaching and development to the next level by automating the quality assurance process.

Coaching 52

Coaching Contact Center Morale Quality management 52

Calabrio

MARCH 7, 2025

Missing What-If Analysis: Why waste time and money on forecasts that dont work when a what if exercise can help with forecasting models for future requirements? Choose a workforce management solution that includes what if modeling and know how to use it. This will also help agents be ready to tackle generated inquiries as they come.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52